Cheryl Reyes Email & Phone Number

Murray, Utah, Us

Utilizes wide-ranging experience and training in ITIL best practices to evaluate and implement a revised Change, Release, Problem, Configuration, Knowledge and Incident Management process and procedures to minimize business interruptions while improving IT efficiency and effectiveness. Performance as an ITIL subject matter expert during multiple projects has improved performance and functionality of ServiceNow within the R1 RCM organization.Key AccomplishmentsContinuous improvements to ServiceNow allowing for the consolidation of ticketing tools and expansion of the features and functions to benefit the organization globallyRelease Management process continuous improvement resulting in: o Managed successful implementation of 165 green application/infrastructure releases, in 2023.o Process and procedure improvements increasing overall number of releases since 2020 by 1086%Problem Management revisions resulted in:o ROI of $4,130,831 in 2023o Reduction of open proactive and reactive problems to an average of 20, per monthChange Enablement process continuous improvement modifications resulting in:o Progressed success rate from 81% to 98.4% for all changeso Enhanced process and procedures resulted in annual reduction of 10,600 hours across IT members, since 2018o Demonstrating continuous improvement reducing Expedited changes to under 5% in 2023o Increase in the overall number of changes since 2020 by 96%

Murray, Utah, Us

Key Accomplishmentso Re-implementation of ServiceNow allowing for the consolidation of ticketing tools and expansion of the features and functions to benefit the organization globallyo Managed successful implementation of 80 application releases, in September 2020 - June 2022. o Revision and implementation of Change Management process modifications resulting in: - Implementation of multiple types of changes to meet organizational requirements to include Standard and Emergency - Reduction in Change Advisory Board meeting time frame by 75% leading to a reduction in meeting time frame of 8,400 hours across IT members. - Providing metrics to improve efficiency and effectiveness.

Chicago, Illinois, Us

Senior Information Technology Process Manager, Change and Knowledge ManagementApplied extensive ITIL best practice knowledge to evaluate and implement a revised Change Management process and procedures to minimize business interruption while improving IT efficiency and effectiveness. Performance as an ITIL subject matter expert during multiple projects has improved performance and functionality of ITSM application and process implementation across multiple institutions.Key Accomplishmentso Revision and implementation of Change Management process modifications resulting in: - Improved application performance leading to a reduction of 2,750 hours across users - Development and expansion of Standard change process by 400%, leading to cost savings of $132,405 and 11,640 hours in FY2016 - Reduction in Emergency and Expedited changes by 48% - Improved successful change implementation from an average of 79% to 97.8%.o Development and implement of time savings initiatives led to cost savings of $346,556 and 20,290 hours in FY2016o Subject matter expert for the implementation of ServiceNow for ITSM processes: Incident, Problem, Release and Change across multiple Adtalem’s institutions.

Chicago, Illinois, Us

Production Quality Control ManagerUtilize broad scope of industry knowledge and dynamic business acumen to control production changes while reviewing business and customer impact to minimize disruptions. Manage risks to Global Technical Infrastructure organization and services. Develop, establish, and coordinate global process and procedures for Change, Audit, Business Continuity, and Configuration utilizing ITIL best practice processes related to technology support and delivery. Ensure business requirements are determined and met within service level requirements as related to Change Management and Critical Incident Management processes. Drive Disaster Recovery and Business Continuity processes to identify risks, effectively protect technology asset investments, and ensure recovery and continuity of critical systems in the event of a disaster.Key Accomplishments:Established and implemented Change Management process to meet auditing and business requirements, improved successful change implementation from 88% to 97.6%Developed and implemented a Critical Incident Management process to improve hardware, application and service recovery to minimize business impact and communication. Collaboration with project managers to deliver expected outcomes, plan timelines, devise post-test reviews, oversee implementation, business communications and service level requirements.Achieved zero failure rates on eight consecutive Disaster Recovery tests. Spearheading the implementation of an Auditing process for measurement of policies and procedures, completing eight consecutive successful external Audits.Contributed to business groups and third party impact analysis workshops providing input on methods to best address issues impeding the development of individual business continuity plans.

Chicago, Illinois, Us

Positions accomplishments included:Global Policy, Continuity & Compliance Manager:Built and sustained productive rapport with project teams to maximize use of resources and meet goals.Boosted productivity and closed operational gaps by defining and promoting processes to govern organizational methods of performing requirements definition, design, implementation, testing, and support.Introduced detailed machine maintenance checklists, including overseeing quality assurance processes of data back-ups and identical software configurations, avoiding lost data, and reducing customer complaints.Manager of Technical Infrastructure:Monitored expenses in 2005 to result in a $200,000 cost reduction per year.Strengthened relations with IT and Business Units with establishment of coordinated project processes.Implemented a relational database system to maintain inventory records for hardware and software to ensure compliance with all procedures and processes.Manager of Technical Support:Effectively maintained 99% employee retention while improving productivity by 48%.Recognized for job performance excellence with numerous customer commendations and awards.Reduced customer stress levels by adopting cooperative attitude and positive approach to every task.Decreased employee learning curve and improved productivity by developing a five-week training program.Improved staff productivity and reduced outside training expense by conducting in-house software and process training.Implemented a new response time policy from eight- to two-hour minimums for Critical issues creating additional daily services and reducing average response time from six hours to less than one hour.Initiated standardized technical recovery and companywide management plans, including producing templates, a review cycle, and naming standards.Technical Support Supervisor:Consistently was recognized by organization for superior performance and creative problem-solving.

Arlington, Virginia, Us

MAJOR DUTY ASSIGNMENTSFROM-TO ASSIGNMENTIllinois Army National Guard7/1994 - 8/1996 Operations Officer, HHC 44th Spt Grp RAO, Chicago IL8/1996 - 9/1997 Corrections Officer / Platoon Leader w/ additional duty as Assistant S-1, 33d MP Bn, Chicago IL9/1997 - 11/1997 Operations Officer, HHC 44th Spt Grp RAO, Chicago IL11/1997 - 9/1999 Tactical Intel Officer / Chemical Officer, 38th Rear Area Opns Cntr (Div)USAR4/2000 - 10/2001 Military Police Operations Officer, Det 1 6015th GSU, Ft. McCoy WI10/2001 - 10/2002 Military Police Commander / Operations Officer, Det 3 6015th GSU, Ft. McCoy WI10/2002 – 1/2003 Military Police Operations Officer, Det 1 6015th GSU, Ft. McCoy WI1/2003 - 1/2008 Observer / Trainer, 2nd BTG, 1st Bde (BCST), 85th Division (TS), Ft. Sheridan ILUS DECORATIONS AND BADGESMeritorious Service MedalArmy Achievement Medal (with Oak Leaf Cluster)Army Reserve Component Achievement Medal (with Oak Leaf Cluster)National Defense Service Medal (2nd award)Armed Forces Reserve Medal (with M device)Army Service RibbonArmy Reserve Components Overseas Training German Armed Forces Efficiency Badge, BronzeGlobal War on Terrorism Service Medal

Consultant / Senior TechnicianExpertly assessed, prepared, and implemented nine software and hardware building rollouts, including managing a details-focused installation team, handling all installation and support of production servers, and resolving client issues. Performed administration of LAN access to network applications and hardware components. Provided technical support for Lotus SmartSuite, Microsoft Office, and other software applications which was instrumental in ensuring seamless processes.Key Accomplishments:Successfully reduced end-user complaints from 20+ weekly to virtually non-existent levels.Increased overall team productivity by 45% while reducing personnel by 40%.

Chicago, Il, Us

Business Support Technician / Office Center AssociateDirected on- / off-site computer equipment repair, along with contributing extensive certification of leading manufacturers’ equipment, interfacing with management and peers, and managing site inventory assets to include shipping / receiving. Developed written plans to increase revenue while leading proactive involvement in customer education and client services.Key Accomplishments Generated a goal of $10,000 a month in revenue as a Business Support Technician. Achieved one-hour client service and maintained 100% satisfaction. Attained 135% of sales plan as an Office Center Associate.

Arlington, Virginia, Us

• Responsible for the leadership, management and training of a Military Police Platoon• Performed extensive written and oral communications• Actively participated in extra duties and activities for the Company and Platoon• Achieved 92% average, top 10% of class academically

Bs Of Computer Science, Computer Science

Graduate Level Courses, Information Technology

Itil ®2011 Expert

Certificate, Project Management

Certificate, Itil V2 Foundations

Certificate, Help Desk Manager